AccountId: 011433970860
ContactId: 3173d8ed-ad10-46ca-a6db-143e516dc680
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 661609 ms
Total Talk Time (AGENT): 249883 ms
Total Talk Time (CUSTOMER): 190561 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3173d8ed-ad10-46ca-a6db-143e516dc680_20250609T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I'm trying to find, um, my account online and it keeps telling me I don't have an account.
[CUSTOMER][NEUTRAL] So the account cannot be found for the provided user ID.
[AGENT][NEUTRAL] OK, I can help you with your um OSC account. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um, 00632134.
[AGENT][NEUTRAL] OK give me just one moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. um, have you tried logging in since uh last week?
[CUSTOMER][NEUTRAL] I tried today. I did try today.
[AGENT][NEUTRAL] OK, just today, OK, um, so as of Monday last week we got a new portal, uh, provider, so, uh, we've been asking everyone to, you'll go back in and you will go to create OSC account.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you'll create a new account. Everything will transfer over though from your old account. I will say when trying to sign up online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You'll go to secured. [PII] like you usually do, um, and you'll click insured so that you can uh create an insured account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Insured, OK.
[AGENT][NEUTRAL] And I will, I would only put in the information that has an asterisk um I've been hearing some people are having issues if they put in if they fill out all of the fields, um, I believe it'll just ask for your, uh, let me check here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's like last name, email, date of birth is the ones that are asked.
[AGENT][NEUTRAL] Yeah, so that's the only ones that I would um click on or the only ones that I would fill out and then you should be able to set up an account so um.
[AGENT][NEUTRAL] The only thing that's I mean it's it's a little different it's a little bit more user friendly um you don't do a user name anymore you will just sign in with your email and as a new security feature and we do a verification email so every time you try to log in it will send you a verification code that you will use to log in each time you'll use a different code each time to log in.
[CUSTOMER][NEUTRAL] OK, um, next question, do y'all send a bill out or is it automatic pay? because I know mine's due in um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See it says cannot be cannot my email is not right ver verification is oh send verriation code. OK, I see the problem.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] What email are you trying to use because it has to be the one we have on file.
[CUSTOMER][NEUTRAL] Well, I hope it's [PII] because that's the only one I've ever used. OK, alright, I, I just need, yeah, I just need a verification code.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK. I just wanted to make sure.
[CUSTOMER][NEUTRAL] Of course. OK, so we, uh, my other question is, is it direct deposit or is it, uh, will a bill be sent out?
[AGENT][NEUTRAL] Um, let me look and see what yours is.
[AGENT][NEUTRAL] It looks like yours is set up to do a bank draft.
[CUSTOMER][NEGATIVE] OK, I don't, I'm gonna cancel so I'm gonna tell you, I'm gonna cancel. I don't want a bank draft.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm gonna cancel this insurance, so how do I, how do I fix that?
[CUSTOMER][NEGATIVE] Because I don't want it taken out.
[AGENT][NEUTRAL] You don't want it taken out, you wanna change your mode of payment? alright um let me see here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's wrong with my email? I can't change my email. That is my email.
[AGENT][NEUTRAL] I've verified, I mean, you verified it with me, it should be that one.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I know it's I I I can't change my email that is my email.
[CUSTOMER][NEUTRAL] OK, send verification. Yeah, I would rather you send me a bill so then I can just cancel it, but I just had some work done last week, so I wanna go ahead and use this until July.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So I yeah I don't want a bank trap because then I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah my business offered better so I'm just gonna change.
[AGENT][NEUTRAL] Uh, in order to change your, um, your method of payment, I will have to have someone from customer service call you back. Let me go ahead and put in that request though.
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It be cold.
[CUSTOMER][NEUTRAL] Send you.
[AGENT][NEUTRAL] Is it letting me log in?
[CUSTOMER][NEGATIVE] No, no, it still says my email is not correct.
[CUSTOMER][NEUTRAL] I know that's it. It's the only one I've ever had.
[AGENT][NEUTRAL] Yeah, and you and I verified it. um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And the verify code doesn't work either because then it tells me my email's not right so it keeps sending me all these new codes and none of them are gonna work because it's gonna tell me that.
[CUSTOMER][NEGATIVE] My email's not right.
[AGENT][NEUTRAL] OK, let me see what's going on here. Let's make sure that we have it spelled right. Uh [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Well, OK, let me see what's going on here. Let me put this ticket in real quick, um, so that custom someone from customer service can call you back and then I can help you with that one. that is different, so let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna start over.
[CUSTOMER][NEUTRAL] OK, insured.
[AGENT][POSITIVE] OK, I got that one taken care of. Alright, let's see what's going on here.
[CUSTOMER][NEUTRAL] OK, let me try this code one.
[CUSTOMER][NEGATIVE] She keeps saying, OK, wait, that could be my fault for. I have so many codes here now. I don't know where to switch.
[AGENT][NEUTRAL] You want to use the most recent one, because every time you click it it'll send a new code, yeah.
[CUSTOMER][NEUTRAL] OK, can
[CUSTOMER][NEUTRAL] Right, I can
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][POSITIVE] OK, I'm gonna use this one. This is the newest.
[CUSTOMER][NEUTRAL] 32
[CUSTOMER][POSITIVE] OK, I got in. No, yes, I can now continue. I got in. Yes. OK, great.
[AGENT][POSITIVE] You got it right.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Good.
[CUSTOMER][MIXED] It was probably my error, but that's OK. It's done.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Yeah, when in doubt, copy and paste.
[CUSTOMER][NEUTRAL] Oh, exactly.
[AGENT][NEUTRAL] Alright, so I did put in a uh request for customer service to call you back so you can get that changed. Um, I would expect it, um.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Give it 24 to 48 hours for them to be able to call you back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I think I got it.
[AGENT][NEUTRAL] All right, um,
[CUSTOMER][POSITIVE] Oh, yeah, you're right, they're gonna send the verification code for everything, you know, a lot of places have started doing that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So that's OK I can do that.
[AGENT][NEUTRAL] Yeah it's an extra security measure um I will say once you get logged in and on your dashboard on the top right hand side you'll see um depending on whatever display name you picked you'll see a little circle with a letter in it depending on your name or whatever number you put.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] I mean you'll click it and go to I believe it's my profile and from there you should find your banking information and make sure that that's up to date um I don't know if you're allowed to delete it or not but um you might be able to at least delete it um if not I did put that request in just in case uh but you'll have all of your claims and everything right there uh everything should have ported over just fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alright, well thank you so much. No, I think I got it now. OK, thanks.
[AGENT][NEUTRAL] Sorry?
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.